Refund policy
Return & Refund Policy
At LUMEA, your satisfaction is our priority. If you're not completely happy with your order, we're here to help.
Return window
You have 30 days from the date your order is delivered to request a return.
Return conditions
To be eligible for a return, your item must be:
- Unused and in the same condition you received it
- In its original packaging, with all accessories included
For hygiene reasons, devices that have been used on the skin cannot be returned unless they arrived defective or damaged.
Sale and promotional items
All items purchased on sale, with a discount code, or during a promotional offer are final sale. They cannot be returned, exchanged, or refunded, except if they arrive defective or damaged.
Non-returnable items
- Gift cards
- Sale, discounted, or promotional items
- Products returned more than 30 days after delivery
Damaged, defective, or wrong items
If your item arrives damaged, defective, or you received the wrong product, contact us within 7 days of delivery at contact.ourlumea@gmail.com with your order number and a photo or short video of the issue. We'll send a free replacement or issue a full refund — no return shipping required. This applies to all orders, including sale items.
How to start a return
Email us at contact.ourlumea@gmail.com with your order number and the reason for your return. Please do not send items back before contacting us — returns sent without prior approval cannot be processed. Once approved, we'll provide you with return instructions.
Return shipping
For change-of-mind returns, you are responsible for return shipping costs. Original shipping charges are non-refundable. We recommend using a tracked shipping method, as we cannot guarantee we'll receive your returned item.
Exchanges
We only replace items that are defective or damaged. If you need an exchange for the same item, email us at contact.ourlumea@gmail.com.
Refunds
Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card provider, it may take additional time for the refund to appear on your statement.
Late or missing refunds
If you haven't received your refund after 10 business days, please check your bank account again and contact your card provider, as processing times vary. If you've done this and still haven't received it, contact us at contact.ourlumea@gmail.com.
Order cancellations
Orders can be cancelled within 12 hours of purchase. After this window, your order may already be processed for shipping and can no longer be changed or cancelled.
Contact
Questions? Reach us at contact.ourlumea@gmail.com and we'll get back to you within 24–48 hours.